Emirates Careers | Sr. Customer Sales & Service Agent Job, London

Emirates Group

Job Description

Duties and Responsibilities

Your main responsibilities in this role include the following:

• Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates fares and actively issue online tickets and sell related products by identifying customer needs through rapport building, actively seeking out sales opportunities and promoting all Emirates related products. Ensure quality standards are achieved for all customer interactions.




• Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service. Highlight to customers the legal requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.




• Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares.




• To be fully conversant with the wide range of leisure products and services offered by Emirates Holidays/Arabian Adventures, including tailor-made packages, to maximize income opportunities for the Company by converting enquiries into confirmed bookings. To process all types of reservations and enquiries and ensure all travel reservations are accurately handled and followed through via both telephone and email communication.




• Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline.




• Keep abreast of Emirates Group news and updates to ensure relevant professional and company standards are maintained.




• Support back office administrative functions, namely BSP Refunds, Staff travel servicing, Ticketing for Agency Discount/Familiarization Trips, UAE Embassy bookings and UK Mission Enterprise (AKA The Rulers Office). Additionally, provide support to fares/ticketing related queries from UK Travel agents and other Ad-hoc requests form the Commercial team.




• Ensure that all necessary ticket related documentation is filed and all relevant logs and reports are updated in a timely manner.




• Support the Customer Sales & Service Officer on closing the end of day sales and banking monies received and deputize for them in their absence.

Job Requirements

• Minimum High School education or equivalent




• Excellent knowledge of Reservations and Ticketing activities




• Ability to work in a busy sales team environment. PC based skills to operate Windows package including Microsoft Word/ Excel/ E-mail




• Standard Fares and ticketing courses, Skywards and MARS reservations systems preferred




• Knowledge of contact centre and airline industry procedures and methodology preferred




• Excellent telephone manner




• Customer service and sales orientated




• Ability to work under pressure




• Must have good written and verbal communication skills in English.

Job Details

Company: Emirates

Employment Type: Full-time

Job Location: London, United Kingdom

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